MultiChoice Zambia is inviting applications from interested and qualified individuals to fill the position of Business Desk Officer. The successful candidate will be responsible for supporting the company's business operations and growth strategies.
- ?Provide help desk support on all systems, applications and devices through trouble shooting and support to full range of customers mentioned. Gather additional requirements or information/ examples where required to assist with the investigation and resolution of the incident.
- Where incident cannot be resolved through first call resolution, log,?Escalate and prioritization of system problems to relevant stakeholders
- Continue to track progress on the investigation and resolution of the incident, ensuring that service is provided within agreed SLA.
- Dissemination of information and continuous communication to all stakeholders throughout the process
- Escalate any deviation from process or SLA to relevant management team to address.
- Communication and dissemination of information
- Perform impact analysis on all incidents across multiple systems and applications.
- Liaise with all stakeholders impacted and keep them informed on the progress and resolution.
- Perform detail analysis for all incidents assigned to the team to identify trends and escalate to management to address root causes.
- Perform standby function on a rotational basis.
- Ensure all RFS's, escalations, requirements, bugs etc are logged and followed up on weekly
- Query Management
- New product development testing
- System changes testing
Qualifications and Experience:
Higher Diploma in Business Administration
- MS Office Excel (Advantageous)
- Power point / MS word
- Considerable experience in Customer Service
- Service desk environment
- Product/service knowledge
- General IT principles; knowledge and working methods
- Understanding System development life cycle knowledge
- Clarity, CRM, SAP, SMA and related systems knowledge
- MultiChoice Africa Business Understanding advantageous
- Distribution Processes
- Technical Knowledge (IS20 and E36)
- Clarity Business rules
Ability to work independently and as part of a team
If you are interested and meet the above requirements, please submit your application letter and detailed CV to [email protected] before close of business on Monday 4th May 2023. Please note that only shortlisted candidates will be contacted.
?Join our dynamic team and be part of a company that is committed to providing quality entertainment to our customers.